So Linode's not alone in that, but hopefully they can get better at it anyway.
I do wish they'd take advantage of their pretty nifty infrastructure and make it so their management system isn't all housed in Dallas. Every time there's an issue in Dallas their management system becomes unusable.
Having been told second would have been atleast comforting. I was disappointed because there was no mention or report of the last DoS attack or downtime, as if it never happened. The last incident lasted for about 17mins but since it was off peak hours, it din't bother me much. Then the same thing replayed today but this time at the peak of the traffic. You would atleast expect a hosting company to have their main page/portal balanced across different regions but nope. Its just sad because except their handling of situations like this, there is nothing really to complaint against them.
but they don't have the big name brand with geek cred, and can't do it for $19.95, so you probably won't. you'll come very close, and then you'll get cold feet because of a million reasons you come up with at the last minute.
instead, you will go to another large hosting provider, because you crave the comfort of knowing there are a million other people just like you, and you will undoubtedly experience the same problems again in 6 months.
interesting world we live in, isn't it? where imaginary problems are worse than real ones. it's truly fascinating.
There ops/sysadmins shouldn't be handling customer relations/support.
It takes about 3 seconds to stand up and yell across the room to the frontline staff, telling them that servers are down and you're working on it.
Then the frontline staff should only have to make a few clicks for announcements to go out (pre-written templates outlining what's going on and what's being done to fix it) via social media, etc.